ITIL® 4 Specialist: Drive Stakeholder Value (DSV) eLearning
Earn your ITIL® 4 Specialist: Drive Stakeholder Value (DSV) certification with the award-winning team at Good e-Learning!
As vital as IT is, it doesn’t exist in a vacuum. Successful IT managers must be able to assess interactions with users, suppliers, partners, and customers in order to learn how services can be fully optimized. The ITIL DSV module offers a number of tools and techniques for stakeholder value optimization, with a particular focus on customer and user experiences, as well as journey mapping. Kick start your ITIL 4 training today!
Why should you take this course?
- Good e-Learning was independently certified as a 'Market Leader' for ITIL training by Course Conductor
- The course offers knowledge checks as well as a practice exam simulator to help students prepare for the ITIL DSV examination
- Passing all of the ITIL 4 Specialist exams is a requirement for reaching the rank of ‘ITIL Master’
- The course features expert tutor support, as well as interactive slides, instructor-led audio, and other online training assets created alongside highly experienced ITIL practitioners
- We offer each student a FREE exam voucher
- This course is fully accredited by PeopleCert on behalf of AXELOS
Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period (6 months) which starts from the date of purchase.
ITIL 4 Specialist: DSV exam:
- This is a multiple choice 'Objective Test Question' (OTQ) exam consisting of 40 questions
- There is a time limit of 90 minutes to complete the exam
- The exam is closed book, with only the provided materials being permitted for use
- The pass mark for the exam is 70%: you must get 28 out of 40 questions correct
- In countries where English is a second language, the time allocated for the exam is extended to 113 minutes
You will be tested on:
- How to target markets and stakeholders
- How to foster stakeholder relationships
- How to shape demand and define service offerings
- How to align expectations and agree details of services
- How to onboard and offboard customers and users
- How to act together to ensure continual value co-creation (service consumption / provisioning)
- How to realise and validate service value
Koulutusmuoto
Online
Kesto
16 tuntia
Hinta
719 €
Sertifiointi
Kyllä
Target Group
- Organizations hoping to adopt ITIL 4 DSV’s best practices
- ITIL practitioners looking to expand their knowledge of the ITIL 4 methodology
- ITIL 4 students hoping to become certified 'ITIL Masters'
- IT managers in charge of overseeing relationships between IT teams and stakeholders, as well as customers and clients
- ITIL 4 students looking to complete the ITIL 4 Specialist branch of modules
Goal
What will you learn by taking this course?
- Service level agreement (SLA) design
- Multiple-supplier management, communication management, and relationship management
- How to design customer and user experiences (CX and UX) and customer journey mapping
- How to drive stakeholder value, one of the most central aspects of creating, maintaining and improving IT-enabled products and services
- Everything needed to pass the official ITIL 4 DSV exam
Prerequisites
This course is designed to prepare students to sit and pass the ITIL Specialist: Drive Stakeholder Value examination. In order to sit the exam, students must satisfy one of the following criteria:
Contents of ITIL® 4 Specialist: Drive Stakeholder Value (DSV) eLearning
An Introduction to ITIL 4 Specialist: DSV Learning Objectives
This opening module addresses the course rationale and provides an overview of ITIL 4 DSV. Students will also be introduced to the subject matter experts who will be helping them along.
A lesson plan will be outlined, and students will be provided with exam information, FAQs, refresher exercises for ITIL 4 Foundation, a toolkit, diagram pack, skills self-audit form, workbook, glossary and a list of further resources.
Module 1: Global Best Practice Learning Objectives
This module shows learners how to identify key principles for ITIL DSV.
Module 2: The Customer Journey Learning Objectives
This module goes over how to identify stakeholder aspirations, map customer journeys, identify touchpoints and service interactions, design customer journeys and measure and improve customer journeys.
Module 3: Explore Learning Objectives
This module teaches students how to identify service consumers and providers, along with their needs. Students will also learn how to describe and target markets.
Module 4: Engage Learning Objectives
By the end of this module, students will be able to describe how to communicate and collaborate, build service relationships and manage suppliers and partners, as well as define service relationship types.
Module 5: Offer Learning Objectives
This module describes how to do a number of tasks, including managing demand and opportunities, specifying and managing customer requirements, designing service offerings and user experiences, and selling and obtaining service offerings.
Module 6: Agree Learning Objectives
By the end of this module, students will be able to describe how to agree and plan value co-creation, along with how to negotiate and agree on services.
Module 7: Onboard Learning Objectives
This module will show students how to describe several activities in the onboarding process, including how to relate to users and foster relationships, provide user engage and delivery channels, enable users for service, elevate mutual capabilities and offboard customers and users.
Module 8: Co-create Learning Objectives
This module will show students how to explain how to foster a service mindset and describe both ongoing service interactions and how to nurture user communities.
Module 9: Realise Learning Objectives
This module will teach students how to explain both how to realize service value in different settings and track value realization. They will also learn to describe how to assess and report value realization, as well as explain how to evaluate value realization, improve customer journeys and realize value for service providers.
Module 10: 2x Practice Exam Simulators Learning Objectives
These practice exams are designed to simulate the conditions that students will face when taking the official ITIL 4 Specialist: Drive Stakeholder Value examination. It will be well worth testing your knowledge on ITIL 4 before booking your exam, as it will give you the chance to highlight and revise any modules which you have been struggling with.
Module 11: Course Wrap-Up Learning Objectives
This module wraps up the rest of the course, providing students with knowledge checks to ensure they have absorbed the subject matter in preparation for the exam.
The ITIL 4 Specialist: Drive Stakeholder Value (DSV) online course on this page is provided by Good e-Learning, an Accredited Training Organisation of PeopleCert. Tieturi promotes this course for Good e-Learning. ITIL is a registered trade mark of PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Schedule
The course is valid for 6 months. After your order you will receive instructions for logging-in to the training within 2-3 business days. If you would like to start later, please mention that in the ordering form.
